6/4/2021

What is the Difference Between an Auto Attendant & an Auto Receptionist?

Name: Davinci Virtual Office
Rating: 4.3

What is an Auto Attendant?

An auto attendant or automated attendant is a voice menu system that allows all incoming calls to be transferred to any extension without going through a live receptionist. Auto attendants are a very common feature of contact centers, where they are used to route calls to the proper customer service agents which can help make the whole process more efficient and improve customer satisfaction.

You can also use an auto attendant to help your live receptionist during high-volume call periods. The auto attendant can transfer calls to the right departments, leaving the live receptionist to handle only callers who specifically request to talk to them. The auto attendant can also direct calls to the voicemail system when all lines are saturated. This ensures that callers don’t become frustrated by being kept on hold for long periods of time.

Another great benefit is that the auto attendant can work around the clock without needing to take a break, which means that your customers can at least leave you a message even if your business is closed when they choose to call.

An auto attendant typically has features such as:

Scripted Greeting

Your auto attendant is able to greet your customers in a professional way by following a script. This provides your callers with key information such as the fact that they are calling the right place.

General Information

The auto attendant can also be used to provide all callers with general information about your business such as your opening hours, or if you are implementing reduced opening times due to holidays or covid.

Call Transferring

Transferring calls efficiently and quickly is the main feature of an auto attendant. To do this they use a menu flow that accepts touch tone inputs for navigation.

All these features can be completely adapted to whatever you choose, so it is important to carefully design each element so that they work as intended, instead of frustrating and confusing your callers.

Pros and Cons of an Auto Attendant and Auto Receptionist for an Answering Service

Pros:

Both auto attendants and auto receptionists efficiently handle high call volumes, providing 24/7 availability without the need for live staff.

Auto attendants allow callers to self-direct quickly, while auto receptionists offer more advanced features like time-based call routing and voicemail management.

Cost-effective solutions for businesses needing basic call handling and routing.

Cons:

Both options lack the personal touch of a live operator, which can frustrate callers with complex questions or urgent issues.

Automated systems may create a less engaging experience, particularly if menu options are confusing or limited in addressing specific needs.

What is an Auto Receptionist?

An auto receptionist is almost the same thing as an auto attendant, except an auto receptionist is able to offer more features than an auto attendant. With an auto receptionist you can have customizable greetings, hold music and introduction, transfer, and voicemail messages. Your auto receptionist can also send you your voicemails directly to your email as digital files. You can also use its teleconference system for calls with up to 99 participants. And the best part is that you can manage everything through a mobile app.

How is a Virtual Receptionist Different?

An auto attendant and an auto receptionist are both automated phone systems. The key difference between the two lies in their functionality, with an auto receptionist offering more customizable features.

In contrast, a virtual receptionist is a live person who answers calls, providing personalized service. Unlike automated systems, a virtual receptionist can engage directly with callers, take messages, answer questions, schedule appointments, and transfer calls, offering a more human and tailored experience.